Head of Technical Architecture & AI Enablement

Zendesk, Inc.; Madison (WI); Hybrid; USD 166,000 - 250,000; Full time

Job summary

Zendesk, Inc. is seeking a Senior Technical Architect to lead the Americas Architecture team and drive scalable, AI-enabled delivery for enterprise customers. You will guide discovery, scoping, and solution design while aligning engineering outcomes with business value and renewal readiness.

You will partner with Product, Sales, and Customer teams to elevate architecture standards, manage multi-system designs, and foster responsible AI adoption across a fast-growing SaaS platform.

Qualifications

• 8+ years in Technical Architecture or related enterprise SaaS roles.
• 3+ years of people management leading architecture or consulting teams.
• Experience delivering complex customer-facing SaaS implementations and integrations.
• Understanding of product-led delivery and platform adoption.
• Strong analytical, project management, and senior stakeholder communication skills.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or related field (or equivalent).

Responsibilities

• Lead and develop the Americas Technical Architecture team: hire, coach, develop, and retain a distributed team.
• Define scope, assess effort and risks, recommend solution options, and align delivery with outcomes.
• Improve planning, forecasting, resourcing, risk management, and delivery across concurrent engagements.
• Influence senior stakeholders and drive alignment across internal and customer teams.
• Partner with Product to provide roadmap feedback and expand team capabilities.
• Champion responsible AI adoption and scalable reusable patterns.
• Establish consistent discovery, design, governance, and quality practices.

Skills

Technical architecture leadership

People leadership

SaaS / enterprise SaaS

Stakeholder management

Analytical & PM skills

Excellent communication

Education

Bachelor’s degree in CS/Engineering/IS/Business

Equivalent experience

Tools

Zendesk APIs

AI capabilities (enterprise)

Job description

Zendesk, Inc. is seeking a Senior Technical Architect to lead the Americas Architecture team and drive scalable, AI-enabled delivery for enterprise customers. You will guide discovery, scoping, and solution design while aligning engineering outcomes with business value and renewal readiness.

You will partner with Product, Sales, and Customer teams to elevate architecture standards, manage multi-system designs, and foster responsible AI adoption across a fast-growing SaaS platform.